DorLind Service Offerings
Our services will assist you in your journey to become a world class organization through the adoption of service management best practices and training.
We Listen → We Assess → We Advise → We Enable
ITIL® 4 Framework
Best Practice Consulting
Assessment and reporting on your organization's current state of maturity using the ITIL® 4 framework.
Gap analysis and road map design
Helping architect and implement ITIL® 4 framework based practices/processes
Metrics and reporting design and guidance
Practice/Process Manager coaching and mentoring
Assisting with the cultural change that accompanies best practice implementation
DorLind also specializes in integrating ITIL® practice/process, procedure, and functional elements into the ServiceNow® integrated service management tool.
ITIL® and IT Infrastructure Library® are Registered Trade Marks of AXELOS Limited.
ITIL® 4 Framework
Training
We provide accredited training materials and our instructors are accredited trainers as well. At DorLind, we offer two different delivery methods:
Instructor-led, onsite classroom training - A great instructional delivery method from a student learning, engagement, and information retention perspective.
Instructor-led virtual classes - A proven method which can allow multiple attendees from varying geographical areas.
Training courses offered:
• ITIL® 4 Foundation
• ITIL® 4 Managing Professional
Transition
• ISO/IEC 20000 Foundation
• ISO/IEC 20000
Intermediate/Practitioner
Service Desk & Support Center Assessment
Steve Matthews is an HDI® Certified Auditor who has conducted a significant number of Service Desk and Support Center audits and assessments throughout the U.S.
Assessment
Assess and report on the current state of your Service Desk/Support Center using the requirements of the HDI Support Center Standard.
Provide a detailed report outlining gaps and opportunities for improvement accompanied by recommendations to guide your organization in achieving gap closure and improvement implementation.
Audit
Audit your organization against the HDI Support Center Standard.
Report on the findings and the current rating using the requirements of the Standard.
ISO International Standards
Implementation and Audit Preparation
Assess and report on the current state of preparedness to meet the requirements of the standard(s).
Help create and provide required documentation to support the ISO standard requirements.
Conduct the required independent internal audits to prove the effectiveness of the management systems.
Attend your external audit for certification as additional support for your organization.
Coach and mentor individuals responsible for maintaining the ISO management systems.
Here are the Standards that are within our core competency:
• ISO 9001:2015 - Quality Management Systems
• ISO/IEC 20000 - IT Service Management Systems
• ISO 27001:2013 - IT Information Security Management
Systems